User support and communications
An important element for NBAs to consider when developing and implementing bibliographic services is how to communicate effectively with users? Communication can take a variety of forms including: system specific user support, service development or maintenance and subscription or account queries. In each case NBAs have a number of options available from telephone and email to more recently social media and online help facilities.
This section outlines a number of the issues NBAs should take into consideration when developing a user communication strategy.